Fiber Internet Support Specialist: Diagnostics & Escalations

Accenture; Mandaluyong; On-site; PHP 279,000 - 391,000; Full time

Job summary

Accenture in Mandaluyong is seeking a Customer Service Associate to handle inbound T1/T2 technical support for residential fiber internet. The role is on-site with Return to Office setup, rotating shifts.

You will perform remote diagnostics, document issues, coordinate field dispatch when needed, and communicate clearly with customers in non-technical language while complying with data privacy and regulatory requirements.

Qualifications

• Technical support experience from international telco accounts

Responsibilities

• Handle inbound T1/T2 technical support contacts for residential fiber internet, focusing on remote diagnostics, fault resolution, and device troubleshooting.
• Conduct structured remote diagnostics across fiber connectivity, CPE devices, and access layer components to identify fault root causes and achieve first-contact resolution.
• Coordinate field dispatch for cases that cannot be resolved remotely, ensuring accurate fault documentation and communication with the field team.
• Escalate advanced faults to T3 analysts with diagnostic context and documented steps.
• Manage all case documentation in the support system, recording steps, outcomes, and escalation details.
• Communicate technical findings and resolution steps to customers in clear, non-technical language.
• Adhere to data privacy, confidentiality, and regulatory compliance in every interaction.
• Meet workstream SLAs, KPIs, and quality targets defined by the engagement.

Job description

Accenture in Mandaluyong is seeking a Customer Service Associate to handle inbound T1/T2 technical support for residential fiber internet. The role is on-site with Return to Office setup, rotating shifts.

You will perform remote diagnostics, document issues, coordinate field dispatch when needed, and communicate clearly with customers in non-technical language while complying with data privacy and regulatory requirements.